Every time you have answered a question in email, you’ve blown an opportunity to answer for lots of people. Every time you create a brochure, you’ve done the same thing.

Shouldn’t have a social media department – instead, those people should be in sales , marketing, etc.

Treat your communities as gold. Go to the bookstore, get a relationship book, and replace your significant other with your customers, your office, etc. Because it’s much the same thing (ok, except for the romance part).

SAS (the company) – they listen to their customers,thenÂ make stuff for them based on what they say they want.

Three important things to do with social media – listening, connecting, publishing

Connecting – comment on their blogs. Be real, like when you talk to people in real life. Don’t include your URL at the bottom of a comment – it looks like spam.